A comparative study of educational services quality- Servqual of postgraduate studies in an old and new universities

the main purpose of this study is to conduct a comparative study of educational services quality of postgraduate studies at an old and a new university in Iran. Theoretical framework of this study is lifecycle theory. A descriptive research method was chosen. Society and sample of the study were selected form those departments which have postgraduate programs. Two questionnaires were used to collect information based on SERVQUAL measurement instrument that are as follows: Tangibles: Appearance of physical facilities, equipment, personnel, and communication materials, Reliability: Ability to perform the promised service dependably and accurately, Responsiveness: Willingness to help customers and provide prompt service, Assurance: Knowledge and courtesy of employees and their ability to convey trust and confidence, Empathy: The caring, individualized attention the firm provides its customers. The result showed that there is a difference between SERVQUAL measurement instrument in criteria such as Tangibles, Reliability, Responsiveness, Assurance and Empathy.